Show your sympathy and strengthen the bond with veterinary clients

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Apr 01, 2012
By dvm360.com staff

Often, with diseases such as cancer, we know weeks or months in advance that a pet will die. This can be a stressful time for clients, so at my practice we use a "pre-sympathy" card to reassure them that we're here for any of their needs.

When the time eventually comes and the pet passes away, we send a sympathy card, then follow up again about six weeks later. With this note, we tell clients that we know grief is a process and takes time, and we let them know we're here with a sympathetic ear if they need it.

By letting your clients know that you care and understand during those trying times, you will strengthen your bond and, most likely, improve the chances that you'll have a client for life.

—James W. Randolph, DVM
Animal General Hospital
Long Beach, Miss.